When we talk about customer service, the spotlight almost always shines on staff. Baristas, cashiers, waiters, sales assistants, beauty therapists, call centres, all trained to greet us with enthusiasm, answer our questions, solve our problems, and go the extra mile. But there’s another side to the story that often goes untold: the customer’s role in the customer service equation.
Yes, staff are responsible for providing great customer experiences, but customers themselves can do a lot to shape how those interactions play out. Being a good customer doesn’t just mean not being rude or a “Karen”, it means being actively engaged, patient, and encouraging in a way that lifts up the people serving you.
What Does It Mean to Be a “Good” Customer?
A good customer is someone who treats service staff with respect, patience, and kindness, even (and especially) when things don’t go perfectly. They understand that behind every name badge is a human being, doing their best in often challenging conditions. And, perhaps most importantly, good customers help create the kind of environment where great service can happen.
It’s about being the kind of customer that brings out the best in staff. Hence, we turn to the Mystery Shopper Mindset.
The Mystery Shopper Mindset
If you’ve ever heard of mystery shoppers, you’ll know they play an essential role in helping companies evaluate their service. They’re often misunderstood as troublesome customers who are looking to catch staff out. What many people don’t realise is how mystery shoppers approach their task: they’re trained to give staff every opportunity to shine.
That means they:
- Let the staff lead and allow them time and space in the conversation.
- Listen carefully to the sales pitch, even if it’s something they’ve heard before.
- Smile and engage with the staff, creating a friendly, low-pressure interaction.
- Allow the staff to explain the loyalty program, even if they don’t sign up.
- Listen to any add ons and/or upsells, instead of shutting them down mid-sentence.
- Evaluate fairly, not just on the end result, but on how the service was delivered.
Why does this matter? Because when you approach every service interaction with the mystery shopper’s spirit of curiosity, respect, and an open-mind, you give staff a better chance to practice what they’ve been trained to do. You make their jobs easier, more enjoyable, and more repeatable. Often, you’ll find your own experience improves as a result.
The Little Things That Make a Big Difference
Just as good customer service isn’t complicated, being a good customer also isn’t complicated. It’s about the little things:
- Make eye contact and say hello when you approach the counter.
- Let staff finish what they’re saying whether it’s the loyalty membership or upsells.
- Say please and thank you, not just for grand gestures, but for everyday tasks like handing you your change or printing your receipt.
- Have your payment ready and don’t multitask on your phone during the interaction.
- Give feedback, kindly. If something’s wrong, explain it politely. If something’s great, say so.
These small courtesies help shift the interaction from a transaction, where both stakeholders are a means-to-an-end, to an authentic human connection.
When Things Go Wrong
Let’s face it: not every experience will be perfect. The coffee might be cold. The delivery might be late. The refund might take longer than expected. But how we respond as customers in those moments says a lot.
- Stay calm, most errors are not personal.
- Be clear about what you need, but remain respectful.
- Recognise effort, even if the outcome isn’t ideal.
- Escalate only when necessary, and always professionally.
Chances are, if you treat staff well, they’ll work harder to solve the problem, because they feel respected, not attacked. Let’s remember, staff are customers too and understand how disappointing a not-so-perfect experience can be.
Great Customer Experiences Are a Two-Way Street
The idea that “the customer is always right” is outdated, social media has certainly taught us that. In an age where everyone is in a hurry and tensions can run high, being a good customer is a quiet act of kindness. It requires patience, empathy, and a willingness to see the person behind the name badge. Customers who engage with staff like partners in the process, rather than obstacles or underlings, help cultivate a better environment for everyone.
So the next time you walk into a store, place a phone call, or wait in line, remember the Mystery Shopper Mindset: you have the power to make someone’s job better, and, in return, they’ll probably make your day better too. Let’s celebrate good service by being part of it.
If you would like to find out more about the Mystery Shopper Mindset and how we can help your business discover its full potential, contact us for a no obligation chat.
